Complaints

How to make a Complaint

If you are a policyholder and wish to make a complaint about the service you have received, we will investigate your concerns and attempt to resolve the matter to your satisfaction as quickly as possible.

UK POLICYHOLDERS
Please contact us at:
90 Fenchurch St
London EC3M 4ST
UK
+ 44 (0)20 4582 3889
complaints@mosaicinsurance.com

In the event you remain dissatisfied you may, if you wish, refer your complaint to Lloyd’s. Lloyd’s will independently review your complaint, taking into account good insurance practice and whether all circumstances involved have been considered fairly.
Lloyd’s contact details:
Complaints
Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent UK
ME4 4RN
+44 (0)20 7327 5693
+44 (0)20 7327 5225
complaints@lloyds.com
www.lloyds.com/complaints

If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). This is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
FOS contact details:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
complaint.info@financial-ombudsman.org.uk

+44 (0)30 0123 9123

www.financial-ombudsman.org.uk

If you have bought your insurance online, you can also register your complaint with the Online Dispute Resolution website, set up by the European Commission.

LLOYD’S EUROPE POLICYHOLDERS
If you are a Lloyd’s Europe (LIC) policyholder, you should refer your complaint to the complaints team at Lloyd’s Europe in the first instance. Alternatively, you can refer your complaint to our address above, and we will forward it to Lloyd’s Europe for consideration.
Details of LIC complaints procedures are available at www.lloydsbrussels.com/complaints and its complaints team can be contacted at:

Lloyd’s Europe
Service Manager,
Complaints team,
Lloyd’s Insurance Company SA
Bastian Tower
Marsveldplein 5
1050 Brussels

+ 32 (0) 2 227 39 40

lloydsbrussels.complaints@lloyds.com

If you are an EU policyholder and your complaint has not been resolved by Lloyd’s Brussels, you may have the right to take your complaint to an external dispute resolution organisation. This can be a regulator, an ombudsman service, or another type of external dispute resolution scheme which will undertake an independent review of your complaint. For the contact details of your specific country, please refer to the Lloyd’s Europe website.

If you have purchased your contract online, you may also make a complaint via the EU’s online dispute resolution: www.ec.europa.eu/odr

INTERNATIONAL POLICYHOLDERS
If you are a policyholder based outside of the UK or the EU, please refer to the Lloyd’s Complaints Handling website for International Policyholders for instructions on how to make a complaint, as well as the external dispute resolution organisations available to you.